24 October 2012
During a routine inspection
We used telephone interviews and home visits to people who used the service and to their main carers (a relative or friend) to gain views about the service. We visited five people in their own home and spoke with them about their experiences of the support they received. We spoke with the provider who is also the registered manager, the care manager and five care workers. We also spoke on the telephone with four people who received a service from this agency.
All of the people we spoke with gave positive feedback about the service and said that care workers respected their choices about the way that care was delivered. They all said that they felt safe using this service and knew what to do if they had any concerns. They had all met the manager and were confident about contacting them if there were any issues.
We heard that people felt comfortable with the care workers and were able to ask them to complete additional tasks.
We found that the agency did not have an effective system to assess and monitor the quality of service and its records, and this may mean that people receive unsafe or inappropriate care.